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Managing the Four Stages of Tqm: How to Achieve World-Class Performance

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I think that this book is one of the main sources in TQM. The most important stages for an organization in TQM journey, which are conventional stage, customer-consciousness stage, process improvement stage and lastly innovation stage, are explained and connected to each other in a holistic manner. According to the author,firstly an organization is in conventional stage in which it focuses on itself, its interior structure and procedures entirely and so customers are ignored. Thanks to the stiff competition, the organization finds itself in an arena in which it loses its market share and understand the fact that it did not take care of its customers and produced products and services so far, and decisions at large, regardless of customers' needs and wants. After this second stage, the TQM process , which is a journey that has no stop, begins. In process improvement stage of TQM, all processes in organization are structured in a way that clearly matches the wants of customers for highest quality product and service. Process is defined as series of activities that are clearly defined and interconnected to each other. This stage finishes, but thanks to the innovation and "IN Search of Excellence Mentality" repeats itself forever. This is the framework used in this book.

The traps in Total Quality Management process are indicated clearly and suggestions made. As an approach that equally emphasizes technical, administrative and social sides of organizations, TQM is regarded as a human-focused philosophy. The importance of human resources in TQM process is stressed repeatedly in the context of process improvement teams consisted of employees who have direct and profound information about the process functioned

Overall, I highly recommend this book to students who want to learn TQM with its basic philosophy. This book is an excellent chose.